Contact Center Plaform Engineer?/ CCaaS-UCaaS Developer

Job Title: Contact Center Plaform Engineer / CCaaS-UCaaS Developer
Location: Lewisville, TX (Onsite/Hybrid)
Job Type: Ongoing Contract
Work Authorization: s, s, or those Authorized to Work in the U.S.

Job Summary

We are seeking a technically skilled Telecom Developer/Architect to join our team and manage dialer operations for a growing contact center. This individual contributor role will be the primary go-to resource for telecom development and administration, supporting a 24x7 environment with a focus on production stability, platform optimization, and seamless execution of client-facing communication channels.

Key Responsibilities:

• Manage existing call flows and ensure smooth operation across multiple communication channels (omnichannel).

• Develop, optimize, and maintain dialer scripts, call routing logic, and advanced campaign implementations using APIs and scripting.

• Act as vendor liaison and escalate issues beyond Level 1 support as needed.

• Ensure the contact center runs efficiently; production issues are the top priority.

• Participate in both routine run, add, move, change tasks (~20-30% of time) and project work including new implementations, feature enhancements, and platform optimization.

• Support two primary lines of business: collision and glass.

• Integrate with CRM systems (experience preferred but not required).

• Contribute to platform assessment and consolidation initiatives, supporting strategic alignment by year-end.

• Be on-call for critical incidents to maintain 24x7 operational readiness.

Technical Requirements & Experience:

• Strong experience with NICE products is a standout.

• Familiarity with LiveVox dialer and SmartReach (formerly recognized under a different name).

• Experience with call flow scripting, call routing logic, third-party integrations, and advanced campaign implementations.

• Solid technical backbone and ability to work independently.

• Previous exposure to CRM integration is desirable.

Team & Environment:

• Individual contributor role; will serve as the primary technical resource following the departure of Scott Hodges.

• Contact center currently supports ~300 seats, expected to grow by year-end.

• Works closely with both Sales and Delivery to ensure alignment and operational excellence.

Key Responsibilities

CXOne Omnichannel Platform (Digital):

• Lead configuration, customization, and ongoing support of CXOne for multiple business teams including Customer Service, HR, IT Service Desk, Caliber Auto Glass, and Protech.

• Create, maintain, and manage Studio, IVR, Queue, API development, UI administration, reporting, and call/screen recording.

• Partner with integration vendors such as Observe AI, Cognigy, and Omega for seamless two-way communication between services.

8x8 Platform Management:

• Manage 8x8 for 1800+ centers nationwide, including Auto Attendants, Ring Groups, PBX, analytics, new user/site setups, and terminations.

• Consolidate PBX systems from 1000+ to 200, improving reporting and maintenance processes.

• Migrate users to SSO logins ensuring seamless access across all sites.

• Troubleshoot Polycom phones, perform firmware updates, and generate detailed reports.

• Optimize user maintenance and ticket resolution for efficiency within the 8x8 suite.

3rd Party Integrations:

• Develop and maintain inbound/outbound integrations with external systems.

• Implement CRM integrations to streamline workflows and data sharing.

• Monthly reconciliation of partner invoices to ensure correct billing.

Callflow Design & Development:

• Build connected workflows with automation, actions, and writeback capabilities.

• Maintain and troubleshoot complex routing, IVR designs, and omni-channel communication flows.

Dialer Management:

• Configure, optimize, and support Personal Connection Dialer and SmartReach Dialer.

Platform Administration & Support:

• Administer and support the UCaaS/CCaaS environment servicing 12,000+ users, 1,800+ locations, and a 300-seat contact center.

• Perform adds, moves, changes, troubleshoot issues, and ensure platform uptime.

• Collaborate with internal stakeholders to assess business needs and recommend enhancements.

• Work with vendors and partners for maintenance, upgrades, and technical support.

• Build and manage dashboards, monitoring, and reporting tools.

• Maintain detailed technical documentation and change records.

Required Skills & Qualifications

• 3-5+ years of hands-on CCaaS/UCaaS administration & development experience in large-scale enterprise environments.

• Expert-level proficiency with CXOne Omnichannel Platform (Digital) and 8x8 administration.

• Proven experience with callflow/IVR design and connected workflow automation.

• Hands-on experience with Personal Connection Dialer and SmartReach Dialer.

• Strong knowledge of inbound/outbound integrations, especially with CRM platforms.

• Familiarity with NICE WFM, Observe.ai, Cognigy, or similar tools is a plus.

• Understanding of networking fundamentals and Azure Active Directory concepts.

• Excellent troubleshooting, documentation, and communication skills.

• Ability to work in fast-paced, collaborative environments and manage multiple priorities.

Education

Bachelor s degree in Computer Science, Information Systems, or related field, OR equivalent hands-on experience.

Benefits

• Comprehensive medical benefits

• Competitive pay

• 401(k) retirement plan

• Bonus opportunities

• And more

About INSPYR Solutions

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Learn more at .

Equal Opportunity Employer - INSPYR Solutions provides EEO to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics.